The effect of airline service quality on passengers' behavioural intentions: a Korean case study [An article from: Journal of Air Transport Management]

This digital document is a journal article from Journal of Air Transport Management, published by Elsevier in 2004. The article is delivered in HTML format and is available in your Amazon.com Media Library immediately after purchase. You can view it with any web browser.

Description:
This paper seeks to improving our understanding of air passengers' decision-making processes by testing a conceptual model that considers service expectation, service perception, service value, passenger satisfaction, airline image, and behavioural intentions simultaneously. For this testing, path analysis via maximum likelihood estimator is applied to data collected from Korean international air passengers. Service value, passenger satisfaction, and airline image are each found to have a direct effect on air passengers' decision-making processes.